CA Service Management 17.2 Release Notes

Learn about the new features, enhancements, known issues, and fixes.
The release notes for
CA Service Management
17.2 includes the following release-specific information such as, new features, enhancements to existing features, fixed issues, and known issues:
To install
CA Service Management
17.2, see Installing CA Service Management 17.2 and to upgrade, see Upgrading to CA Service Management 17.2.
What's New
CA Service Management
17.2 includes the following new features:
AdoptOpenJDK 11.0.3
CA Service Management 17.2 is packed with AdopOpenJDK 11.0.3 replacing the Oracle Java Runtime Environment (JRE) 11.0.1.
Telemetry is a capability that is integrated with
CA Service Management
to collect and deliver products license consumption metrics. By default, the server stores the collected data in the database. The collected data is sent to CA only after you enable the
Configure Telemetry Services
option from the
Product and Integrations
while installing or upgrading
CA Service Management
17.2. For more information, see Telemetry.
Telemetry does not collect any personally identifiable information (PII) or sensitive information.
Service Point
Service Point for
CA Service Management
provides a self-service experience with embedded assistive intelligence for business-users. Service Point uses Natural Language Processing (NLP) that provides business users with context-based solutions and suggestions.
Business users can perform the following actions using Service Point:
  • Access knowledge
  • Create, view, and modify tickets
  • Contextually collaborate on tickets using live chat
  • View allocated resources
  • Manage ticket notifications
With a business-centric focus, Service Point helps an organization achieve the following:
  • Broad adoption of services
  • Context-based solutions
  • Improved productivity
  • Reduced costs
  • Improved collaboration and knowledge sharing
  • Elevated perception of IT organization
For information about how to configure Service Point, see Configure Service Point, and for business user documentation, see Using Service Point.
The Service Point Walk-through video provides a quick overview of Service Point capabilities, features, and other resources.

CA Service Point Mobile App
The Service Point features are also available on your mobile device! CA Service Point mobile app is a lightweight app, built to support business users get immediate and effective solution to their queries while they’re on the go. The app is available for both Android and iOS mobile devices. For more information, see CA Service Point Mobile App.
CA Service Management
17.2 includes the following enhancements:
Insights Enhancements
Insights now provides the ability to create, view, and modify reports for adhoc analysis of CA SDM’s transactional and aggregated data.
  • You can now create ad-hoc views and reports by dragging and dropping the desired fields and measures.
  • Domains for Incident, Request, Change, Problem, Survey, and Configuration Management are available to help analyze CA SDM’s transactional data.
For more information about how to get started with Insights, see Getting Started with Insights.
xFlow Interface Enhancements
This video explains the xFlow Interface enhancements. For detailed information, see the articles that follows the video.

Create a contact
The xFlow Interface now provides the ability to create a contact using the multi-faceted search bar. This way, an analyst no longer has to switch to the classic CA SDM for contact creation. For more information, see Create Contact in the xFlow Interface.
Enhanced quick actions list
The following actions are now available from the
list in the ticket details section:
  • Transfer
    Allows you to transfer the ticket to a group and member of the group (assignee).
  • View Details
    Allows you to view all the ticket attributes.
  • Follow Up
    Allows you to schedule a follow up for the ticket.
Category attribute available in the Ticket Information panel
The Category attribute is now available in the Ticket Information panel, allowing analysts to assign or modify the ticket category. For more information, see Manage Tickets.
Personalize and reorder work streams
The xFlow Interface now provides the ability to personalize and reorder work streams using the drag-and-drop functionality. For more information, see All About Work Streams.
Easy access to graphical workflow viewer
You can now launch the graphical workflow viewer from the card and list view. Previously, the graphical workflow viewer was accessible from either the ticket timeline or from the Command Bar. For more information, see Manage Workflow Tasks
Add multiple attachments while notifying the end-user
The xFlow Interface now provides the ability to attach multiple files while notifying the end user. For more information, see Manage Tickets.
Visual indicator to differentiate Suggested Solutions list
While displaying suggested solutions, separate icons have been introduced to differentiate knowledge base articles and closed tickets.
CA Service Catalog Enhancements
Form context menu
You can now design a form using the intelligent context menu. Earlier, it was possible to design a form, by using drag and drop, or copy and paste the form fields to a form.
Based on the selected component in the form designer tree, the context menu lists all the possible form fields and actions. The actions include add, cut, copy, paste, rename, and delete a form field by right-clicking the existing node.
Advanced Script Editor
The new Advanced Script Editor provides an intuitive interface for administrators to develop form scripts. The benefits of advanced script editor are:
  • Autocomplete suggestions on keystroke (ctrl + space) for predefined Javascript API's that are part of CA Service Catalog
  • Autocomplete suggestions on keystroke (ctrl + space) for JavaScript keywords
  • Auto format the code to make it easily readable
  • Automatic closing brackets
  • Toggle full screen mode on keystroke (F11)
  • Line numbering enabled in the script pane
SAML 2.0 Authentication
Service Catalog now supports SAML 2.0 based single sign-on authentication. For more information, see Enable SAML Authentication for CA Service Catalog.
Search reports using the report ID
A search bar is introduced in the Report Builder to enhance the search report functionality The new search bar allows you to search, edit, and test a report using the Report ID.
CA Service Desk Manager Enhancements
Admin menu search
The admin menu search feature intends to help administrators to search through the list of menus available in CA Service Desk Manager. The admin menu can be accessed from the top navigation bar.
Supportability Matrix
Supportability Matrix provides a central source to easily locate information on the supported versions of CA components, third-party components, and other software requirements, to implement
CA Service Management
17.2. For more information, see Supportability Matrix.
Deprecated Features
The following features and components are deprecated in
CA Service Management
  • API Document Generation for RESTful Services
Fixed Issues
For the list of resolved issues in
CA Service Management
17.2, see Fixed Issues.
Known Issues
For the list of known issues in
CA Service Management
17.2, see Known Issues.